In the spirit of our commitment to excellence this year, a significant emphasis is being placed on maintaining a minimal backlog of cases. Presently, our engineers are managing backlogs averaging between 15 to 20 cases. However, there is a concerted effort to reduce this number to fewer than 10, which has become a core objective for this year.

One effective strategy to accomplish this priority is the temporary archiving of cases where we are awaiting a customer’s response, particularly in scenarios where the expected delay is due to internal processes, such as securing the necessary permissions or completing configurations on their end. In essence, if we anticipate that a customer will take a week or more to revert, especially when they are navigating internal red tape, there is little justification for these cases to remain open and contribute to an inflated backlog.

To facilitate this, I propose the introduction of a streamlined functionality within Dynamics—a temporary archival toggle. This feature would enable us to efficiently archive cases without going through the comprehensive process of case resolution, which involves detailing the issue cause and resolution. Instead, by simply toggling this option, we can momentarily archive the case and subsequently re-open it when the customer is ready to resume collaboration.

This approach will allow us to effectively manage our case backlog, ensuring that only active cases requiring our immediate attention remain open, while those in a waiting state are temporarily set aside without being resolved. The result will be a more focused and manageable workload, aligning with our overarching goal of maintaining an exceptionally low backlog throughout the year.